BOSTON and SEATTLE, Sept. 12 /PRNewswire-FirstCall/ -- Genesys
Telecommunications Laboratories, Inc., an Alcatel company (Paris: CGEP.PA
and NYSE: ALA), today announced the company was named as a 'Leader' in
Forrester Research's comprehensive evaluation of the top premise- based
speech self-service platforms. Genesys was the overall leader in Strategy
and was noted for being among the leaders in seven of 10 key subcategories,
including:
* Vision
* Standards Supported
* Product Services
* Financial Strategy
* Costs
* Installed Base
* Overall Financial Strategy
Among the leaders in the Forrester report, Genesys noted that it is the
only company with a 100% software-based open standards platform that does
not require customers to also purchase proprietary hardware along with its
solutions.
According to The Forrester Wave: Speech Self-Service Platforms, Q3
2006, Forrester Research, Inc., August 31, 2006, "Contact center executives
and business leaders agree that improving the customer's experience is
essential for building long-term loyalty and creating sustainable
relationships. For many companies improving the customer experience has
become the top priority." The report also states, "Speech automation not
only increases customer satisfaction but also significantly reduces
transaction handling costs compared with customer service representatives."
"Self-service is an asset to enterprises and consumers alike, enabling
a customer-centric experience for consumers while promoting brand and value
for the business," says Wes Hayden, president and CEO of Genesys. "Genesys
is driving speech self-service technology beyond the contact center and
into broader customer service settings to provide a consistent customer
experience at every touch point."
Forrester evaluated six vendors in the assessment of premise-based
speech self-service platforms, also referred to as voice portals, across 54
criteria. The report notes that the company's acquisition of VoiceGenie
earlier this year significantly increases Genesys' market presence in
speech self-service platforms. According to Forrester, "Genesys' speech
self-service platform is well suited for large-scale enterprises and
companies seeking an open architecture and software-based SIP capability."
This means the product is an especially good fit for buyers that:
"Need high-performance and VoIP-scalable solutions: Genesys supports
large installations with zero downtime and high volumes of calls on an IP
network;"
"Want open architecture and interoperability: Genesys is based on open
standards and can operate on multiple vendor platforms."
The report also states that IVR replacement is triggering adoption ...
among buyers in North America and Europe: 65% of North American companies
and 60% of European companies indicated they are planning for or acquiring
some speech-enabled solutions. Companies' speech adoption plans will
continue to see strong growth during the next four years."
In the first half of 2006, Genesys reports that it is already seeing
clear evidence that businesses are phasing out older IVR technology. More
than 160 new enterprise customers have migrated from legacy IVR to Genesys
in the past 12 months. By the end of 2006, Genesys expects to see more new
open software ports deployed than new legacy IVR ports. As the market
momentum continues to build, Genesys has developed a migration model and an
ugly IVR trade-in program to simplify the path for the next wave of
companies that want to transition away from legacy IVR.
For information on obtaining a copy of Forrester's Wave Report for
Speech Self-Service Platforms, please contact Forrester Research at
http://www.forrester.com .
Genesys will demonstrate many of these new applications at its booth
#465 at VON, the Global IP Communications Industry Event, which takes place
September 11-14 at the Boston Convention and Exhibition Center in Boston,
Mass.; and also at booth #330 at the International Customer Management
Institute's Third Annual Call Center Exhibition (ACCE), which takes place
September 11-13 at the Washington State Convention and Trade Center in
Seattle, Wash.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for
contact centers. Leading companies in the Global 2000 and Fortune 1000 use
Genesys to deliver interactions that drive better business. With 3,300
customers in 80 countries, Genesys directs more than 100 million customer
interactions every day. Genesys allows enterprises to achieve key business
objectives by tying together customer interactions, people, and customer
information in both traditional telephony and IP environments.
Sophisticated routing and reporting across voice, e-mail, documents and Web
interactions, coupled with integrated self service, ensure that customers
are quickly connected to the right resource - the first time. Genesys
solutions stop customer frustration and allow enterprises to deliver
superior customer satisfaction and improved business results. For more
information, visit us at http://www.genesyslab.com .
About Alcatel
Alcatel provides communications solutions to telecommunication
carriers, Internet service providers and enterprises for delivery of voice,
data and video applications to their customers or employees. Alcatel brings
its leading position in fixed and mobile broadband networks, applications
and services, to help its partners and customers build a user-centric
broadband world. With sales of EURO 13.1 billion and 58,000 employees in
2005, Alcatel operates in more than 130 countries. For more information,
visit Alcatel on the Internet: http://www.alcatel.com
Genesys VON booth # 465
Genesys ACCE booth #330
SOURCE Genesys Telecommunications Laboratories, Inc.
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Related links:
http://www.genesyslab.com
CONTACT:
David Radoff, of Genesys, +1-650-466-1078, or
dradoff@genesyslab.com
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